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Member Evangelist - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Hoffman Estates, IL Hoffman Estates, Illinois |
About this job
JOB SUMMARY:
The Member Evangelist is responsible for the detailed definition of Legendary Member Service for Service Live, in alignment with all businesses of Home Services using industry best practices. This position is responsible for defining consistent metrics, management system, and industry benchmarking for the entire life cycle of each member experience. This role works closely with the Home Services Executive Leadership team to drive the sponsorship, initiation, and execution of an operational roadmap required to enable the defined future state best in class customer experience. This position also provides strong leadership to the Home Services Executive team by representing the impact to the member experience in all strategic and operational prioritization decisions.
JOB DUTIES/RESPONSIBILITIES:
* Responsible for the implementation of a consistent methodology for defining Legendary Member Service for all businesses of Home Services. Responsible for the continued maintenance and validation of that experience, utilizing industry trends
* Leverages industry-proven best practices in defining the Service Live Member Experience. Responsible for the development of a measurement system for the Home Services Member Satisfaction performance which is consistent with industry practices
* Integrates the Member Satisfaction measures into the overall management system of Home Services inclusive of performance management
* Will be required to partner with key leaders in each operational area to drive the operational changes required to achieve the defined improvement goals.
* Identifies gaps in the current state member experience against the identified future state best in class experience, provides the leadership and sponsorship in the initiation and execution of a portfolio of project initiatives to close those gaps and improve the member experience
* Provides a structured methodology to the development of business rules and governance regarding member segmentation. Responsible for developing strong relationships with the Marketing Organization in the definition and promotional elements of the member experience of each member segmentation
* Responsible for the development of world class service recovery techniques being implemented across the Home Services businesses
Equal Opportunity Employer / Disability / Vet.
The Member Evangelist is responsible for the detailed definition of Legendary Member Service for Service Live, in alignment with all businesses of Home Services using industry best practices. This position is responsible for defining consistent metrics, management system, and industry benchmarking for the entire life cycle of each member experience. This role works closely with the Home Services Executive Leadership team to drive the sponsorship, initiation, and execution of an operational roadmap required to enable the defined future state best in class customer experience. This position also provides strong leadership to the Home Services Executive team by representing the impact to the member experience in all strategic and operational prioritization decisions.
JOB DUTIES/RESPONSIBILITIES:
* Responsible for the implementation of a consistent methodology for defining Legendary Member Service for all businesses of Home Services. Responsible for the continued maintenance and validation of that experience, utilizing industry trends
* Leverages industry-proven best practices in defining the Service Live Member Experience. Responsible for the development of a measurement system for the Home Services Member Satisfaction performance which is consistent with industry practices
* Integrates the Member Satisfaction measures into the overall management system of Home Services inclusive of performance management
* Will be required to partner with key leaders in each operational area to drive the operational changes required to achieve the defined improvement goals.
* Identifies gaps in the current state member experience against the identified future state best in class experience, provides the leadership and sponsorship in the initiation and execution of a portfolio of project initiatives to close those gaps and improve the member experience
* Provides a structured methodology to the development of business rules and governance regarding member segmentation. Responsible for developing strong relationships with the Marketing Organization in the definition and promotional elements of the member experience of each member segmentation
* Responsible for the development of world class service recovery techniques being implemented across the Home Services businesses
Equal Opportunity Employer / Disability / Vet.